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Systems - Problem Manager
Ref No.: 17-05073
Location: Washington, District of Columbia
Position Type:Right to Hire
Help Desk Manager / Problem Manager
Washington, DC

MUST:
6+ years of experience in related technical field required
Minimum 3-5 years Incident & Problem Management experience
Experience with SharePoint, Remedy or similar tools required
Excellent computer skills including MS Word, PowerPoint & Excel required
Previous experience with an Asset Management database a big plus
Implementing at ITIL (ITSM) process
Strong interpersonal, verbal and written communication skills required
Strong problem solving and troubleshooting skills required
ITIL v.3 Foundation Certification
BA/BS degree
Secret clearance or DOJ Public Trust Eligible (Active EOD highly preferred)

DUTIES:
Work as part of a team and support group for operating systems for a Federal client
Identifies trends and potential Problem sources (by reviewing Incident and Problem analysis)
Prevent the replication of Problems across the network
Monitors the effectiveness of error control and makes recommendations for improvements
Develop, refine, and document operation's policies, processes, procedures, and associated systems requirements and drive their implementation and use
Develop and report on metrics on performance, including but not limited to MTTR, # of escalations, and tickets
Candidate will support hardware and software re-capitalization planning, managing the command approved software and hardware lists and its associated documentation library
Provide Incident Management, Request Fulfillment, Event Management, Access Management, and Problem Management
Provide training to support user and stakeholder knowledge of relevant network information and operations IAW with ITIL ITSM
Conduct major problem review (lessons learned) when a problem is closed
Collect, track, and report metrics that indicate Request Fulfillment
Input reports for performance Integrated end-to-end performance monitoring and management
Provide transparent, data-driven insight into the performance of on premise and cloud services consumed by users
Provide technical services to engineers and ops team, operate, deploy, maintain, and secure the OAS systems, including preventive maintenance, technology refresh, and equipment replacement
Tasks shall also include providing technical inputs to policies and procedures, selected applicant will develop configuration management utilities and recommend the use, operation, and maintenance of software and applications to support configuration management, asset management, release management, and license management for all applications and systems
To meet/exceed expected reliability standards
Willing to take ownership and take on other duties as assigned
Need to have innovative approach as problems are unique and need to use different techniques
*Quadrant, Inc. is an equal opportunity and affirmative action employer. Quadrant is committed to administering all employment and personnel actions on the basis of merit and free of discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or status as an individual with a disability. Consistent with this commitment, we are dedicated to the employment and advancement of qualified minorities, women, individuals with disabilities, protected veterans, persons of all ethnic backgrounds and religions according to their abilities.